"I arrived at the hotel around 10:00 PM with my young child, who was not feeling well and was already cranky from the long day of travel. To my surprise, I was informed that my reservation had been canceled. The front desk agent initially claimed that she had tried to contact me by phone. However, when I politely asked which phone number she had called, she was unable to provide an answer.
Instead of showing any empathy for the situation, she repeatedly blamed Hotels.com, stating that it was their responsibility to contact me and "not her job." Her attitude was dismissive and unprofessional throughout the interaction. At one point, she essentially told me that there were plenty of hotels in Pittsburgh and that I should go find somewhere else to stay. There was no apology, no effort to help, and no concern for the fact that I was traveling with a sick child late at night.
When I asked about a refund, I was told to contact Hotels.com because they should have already processed it. After reaching out to Hotels.com, they had to contact the hotel themselves to verify the cancellation, which only added to the frustration and inconvenience.
Mistakes can happen, but the complete lack of customer service, accountability, and compassion in handling this situation was unacceptable. A little empathy and a willingness to help would have gone a long way. Unfortunately, this experience left a very negative impression, and I would think twice before booking here again."
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